Understanding ACD Data: What You Need to Know and Why

Call centers are awash in data. It's difficult to know on which statistics you should focus to measure the success of your call center and your agents.

We will help you identify what you should be focused on and why. In this seminar, you will explore:

• Service level
• Average speed of answer
• Calls abandoned
• Staffing reports
• Occupancy
• Agent productivity measurements

Not only will you be better prepared to assess your call center's performance, but you will understand the reasons why some measures are better indicators than others. Attend this seminar to sort through the complex maze of call center data.

Who should attend?

Managers, supervisors and agents who are responsible for understanding the formulas and concepts behind ACD statistics such as service level, average speed of answer, calls abandoned and staffing reports. The material in this seminar is at a basic level.

Date:	Price:
Feb 17, 3pm-5pm EST	$299.00
May 18, 2pm-4pm EST	$299.00

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